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Endang Sulistya Rini
University of North Sumatera
Economics, Econometrics & Finance

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The Effect of Perceived Ease of Use and Security on Trust Through User Satisfaction of Ovo E-Wallet in Medan City Ivo Arfiani Turnip; Endang Sulistya Rini; Fadli
Journal of Business Management Vol. 4 No. 1 (2026): August (In Progress)
Publisher : Indonesian Journal Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47134/jobm.v4i1.197

Abstract

The rapid development of information technology has driven a transformation in payment systems toward digital transactions through the use of e-wallets. The OVO application has become one of the most widely used digital payment services among the public, including in Medan City. However, the use of such services is still influenced by various factors, such as perceived ease of use, security, user satisfaction, and trust. This study aims to analyze the effect of perceived ease of use and security on user trust in the OVO application, with user satisfaction acting as an intervening variable. This research employs a quantitative approach with an associative research design. The population of this study consists of OVO users in Medan City, categorized as an infinite population. The sample was determined using purposive sampling, with the criteria of active OVO users who have conducted transactions. The sample size was calculated based on five times the number of research indicators (27 items × 5), resulting in 135 respondents. Data analysis was conducted using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with the assistance of SmartPLS 4 software The results indicate that perceived ease of use has a positive and significant effect on both trust and user satisfaction of the OVO e-wallet. In contrast, security does not have a significant effect on user trust but has a positive and significant effect on user satisfaction. Furthermore, user satisfaction has a positive and significant effect on user trust. Indirectly, user satisfaction is proven to mediate the effects of perceived ease of use and security on user trust in the OVO e-wallet.
The Influence of Electronic Service Quality and Service Convenience on User Loyalty Through User Satisfaction in The CITA Sampoerna Application in Tanjung Morawa District Rospita Simamora; Endang Sulistya Rini; Beby Karina Fawzeea Sembiring
Journal of Business Management Vol. 4 No. 1 (2026): August (In Progress)
Publisher : Indonesian Journal Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47134/jobm.v4i1.198

Abstract

The development of digital technology has driven changes in business activities, particularly through the use of e-commerce–based applications that increasingly facilitate business actors in carrying out their operations. However, in the CITA Sampoerna application, there are still challenges in creating sustainable user satisfaction, which may ultimately affect user loyalty. This condition indicates that the service experience perceived by users, both in terms of system quality and ease of service access, is an important aspect that needs to be considered in order to maintain the continued use of the application amid the abundance of similar service alternatives. This study aims to examine and analyze the effect of electronic service quality and service convenience on user loyalty through user satisfaction in the CITA Sampoerna application in Tanjung Morawa District. This research employs a quantitative approach with an associative research type. The population of this study consists of 250 users (partners) of the CITA Sampoerna application in Tanjung Morawa District, with a sample of 146 respondents determined based on the Isaac & Michael table. The sampling technique used is probability sampling with a simple random sampling method. The data used include primary and secondary data obtained through questionnaires and documentation studies. The data analysis technique used is Structural Equation Modeling-Partial Least Squares (SEM-PLS) to examine the structural relationships among variables. The results show that electronic service quality and service convenience have a direct positive and significant effect on user loyalty and user satisfaction among users of the CITA Sampoerna application. Furthermore, indirect testing results also indicate that electronic service quality and service convenience have a positive and significant effect on user loyalty through user satisfaction among users of the CITA Sampoerna application in Tanjung Morawa District.
The Effect of Country of Origin Image and Corporate Social Responsibility on Customer Loyalty Toward Shiseido Products, with Brand Image as a Mediating Variable in Medan City Debora Tifani Turnip; Endang Sulistya Rini; Beby Karina Fawzeea Sembiring
Journal of Business Management Vol. 4 No. 1 (2026): August (In Progress)
Publisher : Indonesian Journal Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47134/jobm.v4i1.200

Abstract

This study aims to analyze the influence of country-of-origin image and corporate social responsibility on consumer loyalty toward Shiseido products in Medan. Additionally, this study examines the role of brand image as a mediating variable in the relationship between country-of-origin image and corporate social responsibility on loyalty. The research sample was selected from Shiseido product users in Medan, resulting in a sample of 140 respondents. The analysis method used in this study is Partial Least Squares-based Structural Equation Modeling (PLS-SEM) using SmartPLS 4 software. The results indicate that country of origin image has a direct, positive, and significant effect on brand image, and corporate social responsibility has a direct, positive, and significant effect on brand image. However, country of origin image has a direct negative but insignificant effect on loyalty, while corporate social responsibility has a positive but insignificant effect on loyalty. Furthermore, brand image has a positive and significant effect on consumer loyalty. Furthermore, the country-of-origin image has a positive and significant indirect effect on loyalty through brand image, and corporate social responsibility has a positive and significant effect on loyalty through brand image. These findings suggest that consumer loyalty toward Shiseido products in Medan can be more effectively built by strengthening the brand image. Therefore, the company needs to strengthen its brand image by highlighting the advantages of its Japanese origin, premium product quality, technological innovation, and a relevant and transparent commitment to corporate social responsibility. An integrated approach between country of origin image, corporate social responsibility, and brand image can help Shiseido increase consumer loyalty and strengthen its competitiveness in the beauty industry.
Co-Authors Beby Karina Fawzeea Sembiring Debora Tifani Turnip Fadli Ivo Arfiani Turnip Rospita Simamora